Social Media Customer Service Representative

hace 3 semanas


Buenos Aires, Argentina Assurant A tiempo completo

Job Summary

The Social Media Customer Service Specialist plays a critical role in identifying customer inquiries and needs within relevant social media conversations. This individual works closely with cross-functional teams, clients, and vendor partners to ensure timely resolution of customer inquiries.

Key Responsibilities

Customer Engagement and Case Management

  • Prioritize and respond to social media and review posts from customers, applicants, and vendors, adhering to compliance requirements and strict SLAs.
  • Engage with customers, prospective clients, applicants, employees, and partners across various social channels.
  • Determine the appropriate course of action and escalate to respective teams within a complex product and organizational structure.
  • Own the social case management process within the enterprise social media management tool.

Community Management

  • Analyze and identify relevant social media conversations globally across social listening and multiple channels.
  • Tag conversations appropriately to feed accurate and insightful reporting across lines of business, products, and regions.

Cross-functional Collaboration

  • Collaborate with global cross-functional teams to ensure case resolution, including claims operations, customer service, marketing/corporate communications, HR partners, and product/services/logistics teams.
  • Provide social media best practices and information to key stakeholders identified through social listening.

Qualifications

  • Bachelor's degree in Marketing, Communications, New Media, Business, or a combination of education and work-related experience.
  • Minimum of 2 years' professional experience in marketing, communications, digital, or social media.

Requirements

  • Excellent verbal, written, and interpersonal communication skills.
  • Ability to deal with ambiguity, under pressure, and demonstrate resilience.
  • Ability to work effectively in a team environment and across all organizational levels.
  • Proven ability to manage multiple projects concurrently.
  • Strong attention to detail.

Assurant is an equal opportunity employer.



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